BT (Global Services)

1. BT (Global Services) Transforming to SOA

2. Agenda • Introducing BT Global Services • Context & Business Challenges • Integration Strategy • SOA Design Evolution • Evolving SOA Delivery • Accomplishments • Exploiting SOA • The Next Level • Conclusion

3. BT’s Connected World & Global Services • BT is one of the world’s leading providers of communications solutions serving customers in Europe, the Americas and Asia Pacific • Principal activities : IT & networking services, local, national & international telecommunications services, & higher-value broadband and internet products and services • BT Global Services: • operates in more than 130 countries • It provides networked IT services to meet the needs of multi-site organisations globally. • It serves 80% of FTSE 100, and 19 of top 20 UK headquartered financial institutions • BT Global Services revenue is growing at 8-10% per annum

4. Agenda • Introducing BT Global Services • Context & BusinessChallenges • Integration Strategy • SOA Design Evolution • Evolving SOA Delivery • Accomplishments • Exploiting SOA • The Next Level • Conclusion

5. Business Change Drivers - Agility • Integrate US and EU subsidiaries & acquisitions : urgent need to rationalise operations & systems • Handle increasingly complex consumer / supplier / partner relationships • Address multiple product lines, business processes, customer channels • Reduce manual intervention leading to data integrity issues • Retain customer loyalty by making customer experience simple and complete

6. The Standard Operating Environment (SOE) Proposition • For BT Global Services to Create Cost Competitive Advantage with Consistency and Satisfy Customers requires: • A Common Product Portfolio • Supported by Common Business Processes • Supported by a standard set of Systems/Tools “SOE is the largest transformation project in our industry” Andy Green, CEO BTGS

7. Agenda • Introducing BT Global Services • Context & Business Challenges • Integration Strategy • SOA Design Evolution • Evolving SOA Delivery • Accomplishments • Exploiting SOA • The Next Level • Conclusion

8. The SOE Terrain • Tight budgetary constraints • Legacy of EAI false starts : • Confidence issues :too complicated, too expensive, why EAI? • Delivery crisis : needed to catch up fastwith the rest of the programme • Severe skills shortage - Integration / J2EE skills • No integration architecture : Thin lines between boxes • Integration Legacy - developers invented their own protocols and did p2p using hub and spoke : “worst of both worlds”

9. Action Plan • Recruit the right type of people (technical enthusiasts) rather than skills match (minimum = some Java background) • Generous training budget (to incentivise) • Early uplift to BEA WLI 8.1 - more suited to rapid delivery • Strong partnership with BEA to • produce an architectural blueprint fit for SOE (BIA) • run a de-risking programme to identify issues early • Instilled a ruthless delivery ethos

10. BEA WLI 8.1 Drivers • Enabled BT to fast track SOA - Planned for 18 months hence • Easier connectivity to EIS’s - Decreased dependence on COTS vendors for expensive adapters + reduced SI costs • Portal, Web Services and EAI under one umbrella: common skills re-using common components in a single IDE • Skill efficiencies: Able to combine 3 roles (transformation (XSLT) specialist, J2EE developer, process designer) into one • Flexibility of the toolkit enabled rapid delivery

11. Agenda • Introducing BT Global Services • Context & Business Challenges • Integration Strategy • SOA Design Evolution • Evolving SOA Delivery • Accomplishments • Exploiting SOA • The Next Level • Conclusion

12. Business Integration Assessment (BIA) A partnership between BT and BEA PS to deliver: • A SOE Hub architecture blueprint • A framework for designers to achieve • Reuse • Productivity • Reduction of support and maintenance costs • A recommended delivery strategy (“steel threads”) … Incorporating BEA WLI 8.1 best practises … Incorporating learning from other BT Hubs

13. BTGS Integration Evolution Central BEA Integration Platform (Hub) Stage 4 Service Oriented Architectures Leverages EAI enabled applications from first stages across the organisation Leverages these applications outside the organisation Common network infrastructure such as internet Common standards such as XML and SOAP aid reuse Flexibility to orchestrate composite applications across the enterprise Stage 3 Process Integration Leverages Level 2 interface architecture as commodity Information between systems is not just shared – it is managed Middleware includes process automation modelling tools Middleware features: workflow modelling automated routing automated decisions Enterprise Business Model exists Stage 2 Structural Integration Interface architecture deployed as hub and star or message bus Middleware includes message brokers or application servers Middleware features: data transformation rules processing transaction integrity Enterprise Application Interface Model exists Stage 1 Point to Point Integration Point to point custom interfaces using API’s or data synchronisation tools Message oriented middleware creates loosely coupled systems But, custom code leads to tightly coupled systems BT Global Services SOA Journey Pre Integration Stand-alone systems with few interfaces “Stovepipe” processes with little organisational reuse Manual re-entry & synchronisation of data between applications

14. Phase 1 : Structural Integration • Developer led approach to using an integration platform - just make it work • Using inappropriate legacy integration patterns • Takes no heed of EAI, SOA or BEA best practice Typical CTMS/ORION to Classic message flow: EIS  topic  bridge to queue  BPM template  topic  bridge to topic  bridge to queue  BPM template  topic  EIS CTMS .event topic .event topic .domain.event topic JMS Bridges JMS Bridges CLASSIC WLI NA WLI EU JMS MESSAGES JMS MESSAGES ORION .service topic .service topic

15. Typical Classic to Geneva (fire and forget): Clarify workflow  Tuxedo  WLS EJB interface layer queue  BPM template  RDBMS JCA Adapter  Custom XML base PL/SQL interface  Geneva PL/SQL  Geneva RDBMS Errors: Error returned from Custom or Geneva PL/SQL layers  BPM template queue  WLS MDB  WLS EJB interface layer  Clarify RDBMS CLASSIC ORDER MGMT SOE Hub GENEVA BILLING WLI WLS RDBMS JCA Adapter JMS MESSAGES CUSTOM XML PL/SQL API PROCESS Tuxedo EJB/ java EJB GENEVA LOW LEVEL PL/SQL MDB RDBMS RDBMS ERROR JMS MESSAGES Phase 2 : Process Integration • First serious attempt using BPM on WLI 8.1 - but... • Design did not decouple EIS’s : Billing design involved excessive custom development • Still message rather than service based • High costs showing up in the EIS domains

16. Phase 3 : SOA • Loosely coupled EIS’s; canonical data format; • process orchestration; invokable re-usable services; consumer-provider paradigm Message Broker Message Broker Message Broker Inbound Process Definition Outbound Process Definition Hub Service Process Definition 7 Objectel Reply Document 5 Service Config Service Config 8 Transformation/ Key Mapper 3 Transformation/ Key Mapper EDM 6 Objectel Objectel Req. Document 4 EDM Objectel 9 4a EDM 8a 5a Clarify Reply Document Service Config Service Config Transformation/ Key Mapper Transformation/ Key Mapper 6a 7a Clarify 9a Clarify Req. Document 10 Clarify EDM Netcool Req. Document Netcool 11 1 Service Config Service Config Transformation/ Key Mapper Service Config Transformation/ Key Mapper 12 Netcool Netcool Reply Document Netcool 2 Key Mapper This scenario represents the alarm enrichment request from Netcool

17. Hub Components Hub Services Hub Architecture Blueprint

18. Agenda • Introducing BT Global Services • Context & Business Challenges • Integration Strategy • SOA Design Evolution • Evolving SOA Delivery • Accomplishments • Exploiting SOA • The Next Level • Conclusion

19. Evolving Delivery : Challenge • A great architecture, but how to deliver it? • Delivery mismatch : SOE followed traditional waterfall model • Integration always last item on the agenda • Issues with quality of release solution designs - boxes & lines • Component teams tried to do P2P in secret to meet the schedule : “malicious compliance”

20. Delivery Phase 1 • Drafted Greenfield delivery plan • Aligned developers with the architecture • Always delivered on time on / under budget • Comms plan to drive buy-in across SOE • Implemented SOA nomenclature - services, consumers, providers. Squashed talk of ‘interfaces’ But • Development squeeze, last to do LLD, first into test • Data mapping crunch • Expensive handshake between design / dev / test

21. Delivery Phase 2 • Re-aligned roles to support ‘multi-threading’ : one person per service responsible for design, development, test, documentation • Planted designers into Solution Design area to drive requirements capture and work package shaping • De-coupled data mapping to enable parallel threads But • Dependencies on EIS providers meant delays • Challenges queuing up behind waterfall quality gates • Lengthy test cycles

22. Delivery Phase 3 • Re-shaped requirements to fit ‘services’ model • De-coupled SOA from EIS deliveries - side by side approach • Implemented Agile Development model • ‘SWAT Teams’ tackle integration hotspots • Involved the customer directly in small multi disciplinary team • Combined bottom up with top down approach to service definition (Matrix architecture) • Aligned all SOA deliverables to business benefit & always identify a GUI to demonstrate

23. Agenda • Introducing BT Global Services • Context & Business Challenges • Integration Strategy • SOA Design Evolution • Evolving SOA Delivery • Accomplishments • Exploiting SOA • The Next Level • Conclusion

24. Results • Moved from structural to 100% service based integration in 6 months • Multiple re-usable services stored in service and infrastructure component libraries • Significant early reductions in cost of integration already apparent within phase 1 (break even stage) • Significant increase in delivery velocity • BT using GS experience as part of full-scale roll out of SOA

25. Agenda • Introducing BT Global Services • Context & Business Challenges • Integration Strategy • SOA Design Evolution • Evolving SOA Delivery • Accomplishments • Exploiting SOA • Conclusion

26. Custom Portal Applications VBC App 1 VBC App 2 VBC App 3 VBC App 4 Enterprise Infrastructure Services Shared Business Services Portal Services Messaging & Brokering Services Shared Application Services Enterprise Services Enterprise Applications Enterprise Data Customers Livelink (Content Mgt.) Siebel (SFA) Products Employees Directory Services Clarify (CRM) Partners Geneva (Billing) ... SOA Layered Architecture

27. B2B Prototype Example • Challenge: • Portal-agnostic, standards-based, e-bonding solution to empower north-, south-, east- and west-bound IT Service Management across a multi-vendor, multi-asset, global environment Build a prototype that demonstrates ability to deliver telecom services in Third Generation Outsourcing Model Delivered in 4 weeks by re-using existing services and deploying via web services gateway

28. Service Management Prototype : Architecture OSS Customer Operations Portal/s Consumer Portlet/s (WSRP) Consumer Portlet/s (WSRP) B2B Gateway Partner Portal BT Portal Portlet (WSRP) Portlet (WSRP) Secure Interconnect Portlet (WSRP) Portlet (WSRP) OSS Customer Report Order Invoice Ticket Alarm Quote Manager Performance Report B2B Gateway Data Warehouse B2B Gateway EAI Platform Order Mngnt Settlements & Billing Mngnt Service Problem Mngnt Performance Mngnt Product Catalogue & Pricing Enterprise Applications

29. Agenda • Introducing BT Global Services • Context & Business Challenges • Integration Strategy • SOA Design Evolution • Evolving SOA Delivery • Accomplishments • Exploiting SOA • The Next Level • Conclusion

30. Collaborative Space Customer & Commercial Management Enterprise Management Customer & Channel Management Professional Services Selling Supplier Management Billing & Payments Proposition Creation & Handling ICT Contract Handling Partners & OLOs Service Execution & Management Authentication & Authorisation Business Intelligence Business-level Assurance Trading Gateways Service Execution Service Management Customers and users Knowledge Management & Collaboration Service Fulfillment Network location Outsourcing Management Portal Functions Service Support Session control Profiles SLA Management Presence BT People Business Support Availability Management Messaging Web services Management Finance Connectivity resources Event Management Media Resources 3rd party apps ICT Infrastructure Management Workforce Management Resource Planning Resource fulfilment Resource Assurance Integration framework 21c network Capabilities Utility Computing Capabilities Applications & Content BT’s Matrix Architecture

31. BT PORTAL or GATEWAY Manage Customer Contact Manage Customer Manage Billing Account Manage Customer Location Manage Customer Order Manage Product Instance INFRASTRUCTURE CRM PLATFORM Manage Network Service Implemtn. Manage User Manage Network Structure Plan Manage User Service Profile Manage PDH Resource Manage Network Planning Manage Alarm Correlation Manage Traffic Forecasts. Manage Invoice Manage Network Plan Manage Place Manage Appt. Manage MPLS Resource Manage Physical Inventory Manage Supplier Order Manage Job Manage SDH Resource Manage ATM Resource Manage Order Placement Manage Fulfilment Order Manage Service Fault Manage Service Instance Manage Manual Fallout SERVICE MANAGEMENT PLATFORM BILL PLATFORM Manage Product Instance Manage Billing Transactn CROSS DOMAIN PLATFORM NEWORK ENGINEERING SDH PDH ATM MPLS WM B2B NAD ???

32. Manage Supplier Order - Operations List of Operations Offered amendSupplierOrder • Amend will be used to modify Supplier Order, which hasn’t been passed the PoNR (Point of No Return). cancelSupplierOrder • Cancels (Aborts) the specified incomplete Supplier Order. createSupplierOrder • Accepts and validates the Supplier Order information and sends Supplier Order to the Supplier responsible for the delivery of the components and manages the provision of deliverables. publishEventsForSupplierOrder • This operation publishes Supplier Order related Infrastructure Events. querySupplierOrder • Returns the details of a specified Supplier Order. receiveEventsForSupplierOrder • This operation receives Infrastructure Events for the specified Supplier Order or all Supplier Orders. resumeSupplierOrder • Resumes the specified suspended Supplier Order by changing Order State from Suspended to Running. searchSupplierOrder • Searches Supplier Orders, which either have or haven’t been fully provisioned. suspendSupplierOrder • Suspends the specified incomplete Supplier Order by changing Order State to Suspended. updateSupplierOrder • This operation updates a Supplier Order.

33. Agenda • Introducing BT Global Services • Context & Business Challenges • Integration Strategy • SOA Design Evolution • Evolving SOA Delivery • Accomplishments • Exploiting SOA • The Next Level • Conclusion

34. Learning Points • Have a strategy that fits your business context • Progressive rollout works effectively in large organisations - SOA is a pebble in the pond • Invest in getting the architecture right, then figure out how to deliver it • Delivery & execution are hard : prepare for war • Have a good comms plan • Don’t let architects champion integration - align to hard ROI • The benefits of SOA are significant!!

35. Q&A www.bt.com

36. Additional Slides

37. Our SOA Definition • Service-Oriented Architecture (SOA) is an architectural paradigm in which loosely coupled, course grained application components are distributed, combined and consumed over a network as needed. • The foundation of a SOA is a service layer that can be invoked by applications, minimising the artificial dependencies within systems of interacting software agents • Key to SOA is the concept of a service, which is defined by W3C as a unit of work completed by a service provider to produce desired end results for a service consumer. The end results are usually the change of state for the consumer but can also be the change of state for the provider, or for both.

38. SOA Benefits • Reduces systems/IT total cost of ownership by up to one-third • Maximises investments in existing systems by integrating new applications and business processes • Provides global enterprise visibility of information and business processes • Reduces the total cost of building, maintaining and supporting application interfaces

39. SOA Layers

40. Connectivity Inbound Process Service Config Control Transformation Control Key Mapper Brokering Mechanism Hub Service Process Receive EIS Specific Document Request Service Config Receive Service Config Receive EIS document, acquire service config and transform to EDM. Post to Broker (Message or Process Control). Invoke relevant XQuery (dynamic) Translate to EDM and insert into hub common format Receive hub common format document Request relevant EDM Keys from Key Mapper (dynamic) Receive EDM Keys from Key Mapper Post completed EDM document to Brokering mechanism (dynamic for synchronous calls) Invoke Hub Service Process

41. BIA Hub architecture • A logical split within the hub • Hub Services implement the functional integration requirements of the BT GS business domains • Hub Infrastructure (Components) implement the reusable foundations for the hub • Design Guidelines in four areas • Process (including asynchronous and synchronous brokering) • Data (Key mapper and data transformation) • Connectivity (J2EE CA adapters, WLI controls, JMS or Web Services) • Non Functionals (performance, resilience, security, etc.) • Based on WebLogic Platform 8.1 • Capitalising on increased reusability and productivity features

42. CAPABILITY OPERATION CAPABILITY OPERATION CAPABILITY OPERATION API API API API API API API API API API API API Capability Detail EXPOSURE LAYER INTEGRATION LAYER COTS / APPLICATION LAYER

43. BBNed SOE EAI Hub Manage Supplier Order SFJ Unisys Belgacom A Service Delivery Application Neuf Telecom D-TAG SOE Classic BTW B2B Gateway etc A Matrix Capability Deployed OSS Matrix Capabilities LOB Integration LOB Infrastructure BT Suppliers Increasing Technical Abstraction

44. SOE Integration Release 3.0 • Total EAI Services 18 • Re-used EAI Services 0 • New EAI Interfaces 3 (Netcool; Expedio; Objectel) • Re-used EAI Interfaces 4 (Classic; Geneva; CTMS; Orion) Release 4.0 • Total EAI Services 20+ • Re-used EAI Services 10+ • New EAI System Interfaces 8+ • Re-used EAI System Interfaces 6+ ( “ )